Location: Noida, South Asia, IN
Company: British Council
The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.
We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.
These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Job Title: Assistant Manager – Global Service Desk
Purpose of job:
The role shall be able to demonstrate operations floor management skill which includes delivery of services as per contract, staff management, query and escalation management and governance management for a contact centre. Provide leadership steer to the on floor staff.
Experience areas:
Proficient in English Communication Skills (verbal & written).
Knowledge of customer service principles and practices (Both Voice, Chat & E Mails related)
Good Computer (MS office) and keyboard handling skills
Good working knowledge in Microsoft technologies, networking and troubleshooting.
Good knowledge of ITIL based processes. ITIL Foundation
Stakeholder Management
Intermediate level of experience in a service desk environment
Good experience as a Team leader
Knowledge of:
Understanding Service Desk Operations
Knowledge of customer service principles and practices
Customer service orientation
Ability to inspire and support people
Good people and interpersonal skills to build effective relationships with all levels of professionals.
Ability to plan well and prioritize work
Good decision-making and communication skills
Excellent fluency in English
Proactive approach with focus on problem analysis & resolution
Accountabilities, responsibilities and main duties:
(including people management and finance)
Independently managing and directing the daily activities of Service Desk operations.
Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor.
Helping/driving initiatives for standardisation of processes and reducing escalations and queries on floor.
Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs.
Supervising, planning, and managing functions concerned to Service Desk operations
Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team.
Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency.
Conduct regular team meetings and one on one sessions with the teams.
Monitor calls, perform quality checks and provide necessary feedback to the team.
Practicing and ensuring compliance with that of all the BCMS’ policies and procedures.
Manage overall performance of the Service Desk including quality function performance.
Manage overall reporting and MIS.
Ensure active engagement with key stakeholders/colleagues periodically.
Generate and implement ideas to improve the overall performance of the process.
Manage shifts and schedules for Service Desk team members.
Collaborate with business team leads.
Ability to manage IT Helpdesk/Service Desk as a lead.
Well versed with Information Technology Infrastructure Library (ITIL) framework to include Service Desk, Incident, Problem and Service Level Management.
Review Service level status reporting and metrics.
Well versed with developing and/or updating Service Desk standard operating procedures (SOPs).
Assist with communications to user community around service desk (tickets, status, etc.).
Partner with business managers and process owners to identify opportunities for process and service desk improvements.
Work to improve existing Service Level Agreements (SLA’s).
Qualifications:
Graduate
ITIL V3 Foundation
Further Information
Pay Band – 6
Contract Type – Indefinite
Department/Country-GSD/India – Noida
Closing Date – 2/Feb/2022
Other Requirements: Must have rights to work in India
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
Job Timings 9:30 AM – 6:30 PM | Monday to Saturday Interview Timings 11:00 AM – 4:00 PM | Monday...
Apply For This JobJob Timings 10:30 AM – 7:30 PM | Tuesday to Sunday Interview Timings 10:30 AM – 7:30 PM | Tuesday...
Apply For This JobJob Timings 9:30 AM – 6:30 PM | Monday to Saturday Interview Timings 11:00 AM – 4:00 PM | Monday...
Apply For This JobRecruiter Name Tata Memorial Centre Position Name General Medicine Job Vacancy In Mumbai Apply Tata Memorial Centre Govt Jobs 2022...
Apply For This JobPosition – BECIL Jobs In Delhi 2021 | Apply For 1 Ophthalmic Asst Recruitment Category – Government Company – BECIL...
Apply For This JobJob Timings 09:30 am – 6:30pm | Monday to Saturday Interview Timings 12:00 pm – 4:00pm | Monday to friday...
Apply For This Job